From Fines-Free to Films and Weddings
Kitchener Public Library
Innovation Synopsis
In a bid to provide more equitable and accessible service, Kitchener Public Library (KPL) went fines-free in 2021 by permanently removing overdue fees on all borrowed materials.
This policy led to a reduction in a longstanding library-generated revenue source. In a corresponding move to offset that revenue loss, a new Community Development strategy piloted in 2022 and launched in 2023 created new and needed opportunities for community members to leverage the library as a community hub, while also supporting the library’s goal of expanding revenue sources.
This strategy contributes to the financial stability and operational agility of the library, ensuring that we not only maintain but enhance our services by leveraging our capital assets, creative expertise and strong community relationships.
Challenge/Opportunity
While overdue fines were originally intended as a motivator for customers to return materials in a timely manner, studies found they have the unintended consequence of disproportionately impacting lower income, marginalized and minority populations.
In 2021, KPL, like over 100 major libraries across North America, transitioned to a fines-free service model in a bid to mitigate inequitable access to public service – a shift resulting in significant lost revenue year-over-year.
KPL’s board and core funders challenged us to recover lost revenue while maintaining service levels.
Our integrated Community Development strategy to offset fines-free revenue loss through added customer value capitalizes on:
-strong public opinion and partnerships
-local market deficiencies in creative resources and premium venue space
-significant capital assets
The result is a Community Development program that incorporates venue rentals, social enterprise, active fundraising and integrated marketing.
Key Elements of Innovation
Where a reduction in revenue often results in a reduction in service, KPL leverages its capital assets, creative expertise, and community relationships to diversify income streams in non-punitive ways – adding resources that compliment free services.
Capitalizing on a marketing campaign celebrating “literacies in all of their glorious forms” and positioning the library as an entity capable of responding to emerging needs in “new and necessary ways”, the community was invited to contribute to the library:
-Fundraising moved from a passive approach towards an overt campaign premised on the idea that “we think people would be happy to donate to the library; why don’t we just ask them?”
-The library launched a venue rental program that activated underused capital assets at our award-winning Central Location in downtown Kitchener
-Our “Commons Studio” high-end film and photography equipment rental program operates as a social enterprise in cooperation with NFP and private sector partners
Achieved Outcomes
New and revitalized income earning initiatives have increased customer value and exceeded lost revenue from going fines-free.
Fundraising outcomes:
60.35% increase in donations over the pilot year, and a 38.57% increase in new donors.
Donor feedback:
"Thank you KPL for the myriad ways you make our community richer and more literate."
“The library is the best bargain in town!"
Venues program outcomes:
50% growth over the pilot year, surpassing budget expectations while hosting 45 distinct revenue earning events.
Customer Feedback:
“As book-lovers who met working in the book industry, when I realized we could get married at our local public library it was an easy yes. On top of the venue being perfect for us in that regard, it is so stunningly beautiful.”
Commons Studio outcomes:
Currently exceeding budget expectations by 127% for 2024, while increasing new customers by 25.71% over pilot.
Customer feedback:
“With access to high-end gear, I went from a hobbyist to a professional."
